Study on Human Resource Management Practices in Hospitals

169 Pages·2010·1.93 MB·English

Study on Human Resource Management Practices in Hospitals and its
Impact on Employee Satisfaction
Dissertation Submitted to the
Padmashree Dr. D.Y. Patil University, Navi Mumbai,
Department of Business Management
in partial fulfillment of the requirements for the award of
the Degree of
Master in Philosophy (M.Phil) (Business Management)
Submitted by:
MRINALI BABURAO TIKARE

Roll No.: DYP - M.Phil - 010708009

Research Guide:
Dr. PRADIP MANJREKAR
Professor in Management,
Padmashree Dr. D.Y. Patil University, Navi Mumbai
Department of Business Management,
CBD Belapur, Navi Mumbai - 400 614
June, 2009
DECLARATION

I hereby declare that the Study titled “Study on Human Resources Management
Practices in Hospitals and Its Impact on Employee Satisfaction.” submitted for the
M.Phil. Degree at Padmashree Dr. D.Y. Patil University, Navi Mumbai,
Department of Business Management is my original work and the dissertation
has not formed the basis for the award of any degree, associateship,
fellowship or any other similar titles.

Place: Navi Mumbai
Date: June, 2009

Signature of the Student
Mrinali Baburao Tikare
CERTIFICATE

This is to certify that the dissertation titled “ Study on Human Resources Management
Practices in Hospitals and its Impact on Employee Satisfaction” is the bona-fide research
work carried out by Mrinali Baburao Tikare, student of M.Phil., at Padmashree Dr. D.Y.
Patil University, Navi Mumbai, Department of Business Management, in partial fulfillment
of the requirements for the award of the Degree of M. Phil. and that the dissertation has
not formed the basis for the award previously of any degree, diploma, associateship,
fellowship or any other similar title.

Place: Navi Mumbai
Date: June, 2009

Signature Signature of the Guide
Prof.Dr. R. Gopal Prof. Dr. Pradip Manjrekar
Director & Dean

Padmashree Dr. D.Y. Patil University, Navi Mumbai
Department of Business Management
ACKNOWLEDGEMENTS

I am grateful to Padmashree Dr. D.Y. Patil University, Navi Mumbai, Department of
Business Management for giving me an opportunity to pursue M.Phil. I wish to thank
Professor Dr. R. Gopal, Director & Dean, Padmashree Dr. D.Y. Patil University, Navi
Mumbai, Department of Business Management who has been a perpetual source of
inspiration and offered valuable suggestions to improve my M.Phil work.
I am beholden to my Research Guide Dr. Pradip Manjrekar, Professor, Padmashree Dr.
D.Y. Patil University, Navi Mumbai, Department of Business Management for abundant
guidance, support, and encouragement throughout my M. Phil Work.
I wish to express my gratitude to various people from the Hospital sector for providing me
valuable information.
I would like to express my thanks to my family, friends and colleagues for their unfailing
support.

Place: Navi Mumbai
Date: June, 2009

Signature of the student
Mrinali Baburao Tikare
PREFACE

In a globally competitive and challenging business scenario, success in business
endeavor to a great extent is influenced by how human resources are managed. The
traditional man management practices have already undergone a sea change. To meet
the challenges of the next millennium and for achieving organizational excellence, it would
be essential to have productivity-oriented work practices, assertive professional
management and responsible trade unionism. The impact of changing environment on
human resource management practices has necessitated this present modest study.

During the course of my job career in Hospital while having discussions with Hospital
Management professionals, it became apparent that the problem of Hospital sector is the
lack of Efficiency and Effectiveness of Human Resources. Presently, the Human
Resource Department of hospitals are not focused on execution of the systematic and
scientific HR Practices plus issues concerning the satisfaction level of employees. Hence,
to understand the above issues of the Hospital sector, this research work titled “Study on
Human Resources Management Practices in Hospitals and Its Impact on Employee
Satisfaction” was carried out.

Signature of the Student
Mrinali Baburao Tikare
CONTENTS

Chapter No. Title of Chapters Page. No.

Chapter I Introduction 1 - 17
Chapter II Hospital: As Service Industry 18 - 39
Chapter III Literature Review 40 - 70
Chapter IV Research Methodology 71 - 81
Chapter V HR Practices in Hospitals 82 - 123
Chapter VI Data Processing and Analysis 124 - 187
Chapter VII Results, Findings and Discussions 188 - 205
Conclusions and Recommendations
Chapter VIII 206 - 215

Bibliography
Chapter IX 216 - 225

(cid:1) Annexure
ABBREVIATIONS

The following abbreviations have been used in this Dissertation-
AC – Air Condition
ASST – Assistant
CEO – Chief Executive Officer
Dept. – Department
HCO - Health Care organization
HOD – Head of the Department
HR – Human Resources
HRM – Human Resource Management
ICU – Intensive Care Unit
IT – Information Technology
MBO - Management by Objectives
PA – Performance Appraisal
SQ – Service Quality
TDP – Training and Development Programme
TQM – Total Quality Management
STS - Strategic Training System
TTS - Traditional Training System
UT - Union Territory
Admin- Administrative
SD - Standard Deviation
CV - Coefficient Variation
List of Tables

Table
Title of The Table Page No
Number
4.4.1 List of Selected hospitals, Bed capacity & Total Employees 74
4.6.1 Five Point Response Scale 76
4.6.2 Questionnaire & its relevant factors 77
6.1 Number of Sample Selected from each Hospital 125
6.2 Distribution of Respondents by Dept. wise 126
6.3 Distribution of Respondents by Dept. wise 126
6.4 Working with the same Hospital - years 126
6.5 Asian Heart Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 127
6.6 Most Favorable Responses : Mean, SD, CV 128
6.7 Least Favorable Responses : Mean, SD, CV 129
6.8 Bombay Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 130
6.9 Most Favorable Responses : Mean, SD, CV 131
6.10 Least Favorable Responses : Mean, SD, CV 132
6.11 Breach Candy Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 134
6.12 Most Favorable Responses : Mean, SD, CV 135
6.13 Least Favorable Responses : Mean, SD, CV 136
6.14 B.S.E.S. Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 137
6.15 Most Favorable Responses : Mean, SD, CV 138
6.16 Least Favorable Responses : Mean, SD, CV 139
6.17 Godrej Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 141
6.18 Most Favorable Responses : Mean, SD, CV 142
6.19 Least Favorable Responses : Mean, SD, CV 143
6.20 Hinduja Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 145
6.21 Most Favorable Responses : Mean, SD, CV 146
Table
Title of The Table Page No
Number
6.22 Least Favorable Responses : Mean, SD, CV 147
6.23 H.N. Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 149
6.24 Most Favorable Responses : Mean, SD, CV 150
6.25 Least Favorable Responses : Mean, SD, CV 151
6.26 Jaslok Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 152
6.27 Most Favorable Responses : Mean, SD, CV 153
6.28 Least Favorable Responses : Mean, SD, CV 154
6.29 Lilavati Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 155
6.30 Most Favorable Responses : Mean, SD, CV 156
6.31 Least Favorable Responses : Mean, SD, CV 157
6.32 Nanavati Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 159
6.33 Most Favorable Responses : Mean, SD, CV 160
6.34 Least Favorable Responses : Mean, SD, CV 161
6.35 Prince Ali Khan Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 162
6.36 Most Favorable Responses : Mean, SD, CV 163
6.37 Least Favorable Responses : Mean, SD, CV 164
6.38 Saifee Hospital : HRM influencing on Employee Satisfaction: Mean, SD, CV 166
6.39 Most Favorable Responses : Mean, SD, CV 167
6.40 Least Favorable Responses : Mean, SD, CV 169
6.41 HRM influencing on Front Office Employees Satisfaction: Mean, SD, CV 170
6.42 Most Favorable Responses : Mean, SD, CV 171
6.43 Least Favorable Responses : Mean, SD, CV 172
6.44 HRM influencing on Doctor’s Satisfaction: Mean, SD, CV 173
6.45 Most Favorable Responses : Mean, SD, CV 174
6.46 Least Favorable Responses : Mean, SD, CV 175
6.47 HRM influencing on Nurses Satisfaction: Mean, SD, CV 176
6.48 Most Favorable Responses : Mean, SD, CV 177
6.49 Least Favorable Responses : Mean, SD, CV 178
Table
Title of The Table Page No
Number
6.50 HRM influencing on Admin. Employees Satisfaction: Mean, SD, CV 179
6.51 Most Favorable Responses : Mean, SD, CV 180
6.52 Least Favorable Responses : Mean, SD, CV 181
6.53 HRM influencing on Para Medical staff Satisfaction: Mean, SD, CV 182
6.54 Most Favorable Responses : Mean, SD, CV 183
6.55 Least Favorable Responses : Mean, SD, CV 184
6.56 Twelve Hospitals HRM influencing on Employees Satisfaction: Mean, SD, CV 185
6.57 Most Favorable Responses : Mean, SD, CV 186
6.58 Least Favorable Responses : Mean, SD, CV 187
7.1 Satisfaction Aspects: Mean, SD, CV 205